Thank you for shopping at GENOSAVE.shop.
We want you to feel confident and satisfied with every purchase. If something isn’t right, we’re here to help.

1. Returns

1.1 Return Window

You may request a return within 30 days of receiving your order.

To be eligible for a return, items must be:

  • Unused and in original condition
  • In the original packaging
  • Free from damage, wear, or missing parts

Certain items may not be eligible for return due to safety, customization, or manufacturer restrictions.

2. Non-Returnable Items

We cannot accept returns on the following:

  • Used or installed fireplaces, firepits, gas logs, or chimney parts
  • Items damaged after delivery
  • Clearance or final-sale items
  • Customized or special-order products
  • Products without original packaging

3. Return Process

To start a return, please contact us at:

📧 info@genosave.shop
📞 (505) 803-7284

Please include:

  • Your order number
  • Item(s) you want to return
  • Reason for return
  • Photos (if the item arrived damaged or defective)

Once your request is approved, we will provide the return shipping address and detailed instructions.

Do not send items back to the manufacturer.

4. Return Shipping

  • Customers are responsible for return shipping costs unless the item arrived damaged or faulty.
  • Shipping fees paid at checkout (if any) are non-refundable.
  • We recommend using a trackable shipping service.

5. Damaged or Defective Items

If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery.

Please provide:

  • Photos of the damage
  • Packaging images
  • Order details

We will replace the item or issue a refund at no extra cost.

6. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

Approved Refunds

Refunds are issued to your original payment method within 5–10 business days.

Rejected Refunds

Refunds may be rejected if:

  • The item is used or damaged
  • Parts or accessories are missing
  • Original packaging is not included

7. Cancellations

You may cancel an order within 24 hours of placing it.
If the order has already been shipped, it cannot be canceled. You will need to process a return instead.

8. Exchanges

We currently do not offer direct exchanges.
If you need a different item, please return the original product and place a new order.

9. Contact Us

If you have questions about returns, refunds, or cancellations, our support team is always here to help.

GENOSAVE LLC
📍 930 Baca St C, Santa Fe, NM 87505, United States
📧 info@genosave.shop
📞 (505) 803-7284
🌐 https://genosave.shop